1685 Tech Ave, Mississauga, Ontario, L4W 0A7
Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.
Why this role is important?
Patient Assistant, Patient Contact Centre
Location: Mississauga, ON
The PCC Patient Assistant will utilize their superior communication and customer service abilities in support of all Patient Contact Centre (PCC) pharmacy programs.
Nature and Scope:
The PCC Patient Assistant will support various programs and be the first line contact with patients and retail pharmacies for all outbound calls, and be required to receive and respond to incoming calls and emails from SDM customers and third party clients in a timely manner. As the position deals with highly sensitive information, the incumbent is expected to act in a diplomatic professional manner, and maintain patient and client confidentiality, as per SDM Specialty Health Network, and Pharmacy Shared Services policies and legal requirements.
What you will do:
Successfully complete all required program training and testing in a timely manner
Convey a positive company image on the telephone, via email, and within the workplace at all times
Support outbound calls to patients, and inbound calls and emails from customers and provide program related information
Adhere to program specific data entry guidelines and requirements with good documentation practices using pharmacy and internal software applications
Follow and ensure adherence to strict standard operating procedures (SOP’s) and scripting guidelines for the PCC
Meet or exceed established weekly, quarterly and yearly performance metrics and quality goals
Provide ongoing feedback to management personnel regarding program operations and potential improvements to quality, efficiency, and overall program performance
Maintain patient and client confidentiality in all interactions including handling of incoming prescriptions, volume of voice, shredding of documents where required, and the attainment of patient consent
Stay within the scope of a Patient Assistant, PCC and correctly identify when it is appropriate to refer to a Pharmacist or Manager
Practice within legal requirements and ethical principles, and demonstrate professional integrity and acting to uphold professional standard of practice and obliging to The Personal Health Information Protection Act
What you will need:
Previous experience working in a Retail Pharmacy or other healthcare business is an asset
A minimum 1 years of call centre and customer service experience is an asset
Excellent verbal and written communication skills
Strong quality orientation, attention to detail, and the ability to learn and adhere to compliance/audit requirements
Experience in pharmacy software is an asset
Proficient in data entry, and the use of Windows-based programs
Maintains high ethical standards
Commitment to providing exceptional customer service
Flexibility to work rotating shifts. The Patient Contact Centre (PCC) programs may run from Monday to Saturday 9am – 9pm
Extremely high degree of patient confidentiality and adherence to SDM Specialty Health Network as well as SDM Pharmacy Shared Services policies and legal requirements.
Strong ability to prioritize work, meet deadlines and manage a high volume of calls and emails
Why work at Shoppers Drug Mart?
Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU.
Take ownership of your work and find more ways to care about your work, co-workers, customers and community.
How You’ll Succeed:
At Shoppers Drug Mart Inc. , we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.
If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
Type of Role:
Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.